Tenant satisfaction across the UK has continued to improve, with new Housemark Pulse figures showing overall satisfaction at 75.5% in September, up 2.5% on the year and remaining above 75% since June.
The data suggests landlords that survey tenants throughout the year are seeing better outcomes, with rolling surveys recording median satisfaction of 74.5%, compared with 69.8% for single-point surveys and 73.4% for phased approaches.
Repairs performance remains the strongest contributor to the upward trend. Transactional repairs satisfaction stayed above 90% in both August and September, reaching 92.3% in September.
Repairs completed in target rose to 89.2%, up 0.5% on the month and 4% year-on-year.
Housemark notes that consistent and accurate reporting remains essential, with variations in how repairs are logged – including multi-SOR jobs, cancellations and the dates attached to raised or completed work – continuing to affect the reliability of performance data.
Jonathan Cox, chief data officer at Housemark, said: “Performance is strengthening in key areas as landlords continue to invest in service improvements.
“At the same time, the data shows how important it is for organisations to maintain discipline in the way they record and report repairs activity.
“As the regulatory spotlight intensifies, transparency and accuracy will be essential for building trust and understanding what residents are really experiencing.”
The latest Pulse results also point to steady operational performance elsewhere. Homes vacant and available to let fell to 0.57%, an 8.3% improvement on the year, while median re-let times remain stable at 43.4 days.
“New anti-social behaviour (ASB) cases fell 14.5% month-on-month, voluntary staff turnover dropped to 0.7%, and sickness absence improved to 3.6%.
“Digital customer contact fell to 35%, down 2.8% month-on-month.
Housemark’s Pulse Survey tracks real-time data from 160 social landlords across the UK, covering arrears, repairs, voids, complaints and workforce indicators.
